We provide IT Staff Augmentation Services!

Devops - Lead Quality Support Manager Resume

2.00/5 (Submit Your Rating)

SUMMARY

  • Talented and accomplished IT Management Professional with consistent record of success in multiple phases of IT - production and test environment support, QA Support, End-user Support, application development and implementation, technical support programs and projects, Service Delivery, process improvement, release management, leading and building onsite and offshore support teams, automation, and ETL.
  • Adept at leading, influencing peers and senior managers across multiple business units and organizations, in order to build a consensus, gain buy-in, and to deliver on business and technical objectives.

PROFESSIONAL EXPERIENCE

Confidential

DevOps - Lead Quality Support Manager

Responsibilities:

  • Created and managed work intake flow via help desk/ticketing software tools.
  • Created policies, procedures, knowledge transfer/training plans, SLA’s for internal and external groups and senior management.
  • Work closely with the development teams, QA and business users for support services across the all the applications.
  • Managed relationships between support, development, and QA teams. Facilitated meetings, evaluations, merit reviews.

DevOps - Lead Infrastructure Manager

Confidential

Responsibilities:

  • Implemented timed-window deployments to provide environment stability.
  • Designed Test Data Mining and Reservation tool for QA.
  • Built smoke test and shakeout test scripts, along with schedule, dashboard, for monitoring health of test environments
  • Created policies, procedures, knowledge transfer/training plans, SLA’s and associated dashboards for internal and external groups and senior management.
  • Work closely with the development teams, QA and business users for support services across the all the applications.

Confidential

Vendor Manager

Responsibilities:

  • Created policies, procedures, knowledge transfer/training plans, onboarding processes, services level agreements, statements of work, budget for managed captive offshore support.
  • Managed relationship between onsite/full time management, senior management and the managed captive offshore vendor. Facilitated meetings, evaluations, merit reviews.
  • Reduced budget by 20%, while doubling number of resources using managed captive model, compared to traditional outsourcing.

Confidential

Delivery/Project Manager

Responsibilities:

  • Working with the business to create standard SLA’s, metrics and scorecard programs to effectively measure and manage vendor performance in order to reduce costs and drive value across the enterprise.
  • This includes the research, collection, tracking and reporting of performance metrics related to vendor service levels, maintaining information on vendor profiles and capabilities, and updating scorecards to support vendor portfolio management.
  • Facilitating weekly supplier performance reviews with business partners where metrics and scorecards will be shared to drive continuous improvement.
  • Providing senior management with monthly reporting metrics.

We'd love your feedback!